Evening IT User Support Analyst - Desktop & Mobile

Kent State University; Twinsburg (OH); On-site; USD 42,000 - 44,000; Full time

Job summary

Kent State University is hiring an IT User Support Analyst (Geauga Campus) to provide second-tier support for PCs, servers, peripherals, apps, and mobile devices. The role is based at the Twinsburg Academic Center with occasional travel to the Geauga Campus and evening hours during the semester.

You will configure, troubleshoot, and maintain user workstations, assist with training, create documentation, and escalate complex issues to Tier 3 as needed.

Qualifications

• Bachelor’s degree plus 3 months of relevant user-support experience, or an associate’s degree plus 2 years.
• Or comparable experience equivalent to 4 years.
• Knowledge of problem diagnosis and desktop operating systems.
• Data security knowledge; experience with Microsoft and Apple environments preferred.

Responsibilities

• Provide second-tier support for PCs, servers, peripherals, applications, and mobile devices.
• Resolve problems escalated from first-tier; escalate complex issues to Tier 3.
• Communicate with users and stakeholders; provide status updates on requests and projects.

Skills

PC setup

Mobile hardware

Software installation

OS installation

Troubleshooting

Escalation procedures

Priority handling

User communication

Status updates

Stakeholder communication

End-user training

MS Office

Google Apps

Browser support

Mobile devices

Tech research

Student supervision

Education

Bachelor’s degree

Associate’s degree

4 years equivalent experience

Job description

Kent State University is hiring an IT User Support Analyst (Geauga Campus) to provide second-tier support for PCs, servers, peripherals, apps, and mobile devices. The role is based at the Twinsburg Academic Center with occasional travel to the Geauga Campus and evening hours during the semester.

You will configure, troubleshoot, and maintain user workstations, assist with training, create documentation, and escalate complex issues to Tier 3 as needed.